Customer Service Specialist

Customer Service Specialist

Allerton Park and Retreat Center, in Monticello, IL, is accepting applications for a Customer Service Specialist who will be responsible for delivering high-quality guest experience through housekeeping, front desk operations, and event support, ensuring Allerton accommodations and guest services are clean, welcoming, and well-coordinated. This role serves as a primary point of contact for guests and potential guests while supporting daily hotel and event operations.

The hours for this position are 7:00 a.m.

- 3:00 p.m.. The schedule will be flexible based around operational needs with weekends required. This position is an in-person role and requires the successful candidate to work on site at Allerton.

Duties & Responsibilities Housekeeping & Guest Accommodations

• Maintain a clean, sanitary, safe, and comfortable environment throughout guest rooms and hotel areas, ensuring the Allerton guest experience is executed with consistent attention to detail.
• Clean and prepare guest rooms and bathrooms, including dusting, mopping, vacuuming, washing windows, and other necessary cleaning duties.
• Make beds and remove, replace, wash, dry, and fold linens and other laundry.
• Restock guest-room closets, housekeeping supplies, linens, and other necessary items.
• Maintain hotel inventory and identify, report, and/or purchase needed housekeeping and guest-service supplies as necessary.
• Report maintenance issues, damaged items, safety concerns, and other items in need of repair.
• Ensure the confidentiality and security of guest rooms and guest belongings.
• Supervise part-time and full-time housekeeping staff. Supervisory duties include interviewing candidates, training employees, assigning work, monitoring performance, and evaluating staff.
• In collaboration with the Retreat Center Coordinator, help establish and maintain standards and procedures for housekeeping, hotel operations, and the overall Allerton guest experience.

Hospitality and Guest Services

• Serve as a primary point of contact for guests and potential guests, providing friendly, professional, and responsive service.
• Greet and register guests and process guest check-outs while maintaining a high standard of customer service.
• Manage front-desk functions including making reservations, sending confirmation emails, processing payments and refunds, maintaining guest records, and resolving guest concerns.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner, referring guests to the appropriate department when additional assistance is needed.
• Maintain accurate records of guest information and interactions.
• Answer questions regarding Allerton history, amenities, programs, facilities, and area attractions.
• Book rentals for events, including processing payments and emailing confirmations and necessary information to clients.
• Serve as a resource for guests and clients before, during, and after their stay or event.
• Assist with preparing property spaces for events by helping with set-up and placement of food, beverages, equipment, and other items as needed.
• Sell gift certificates, Allerton merchandise, and other products in person and by telephone, including preparing products for customers, processing payments, shipping orders, and recording sales.
• Compile monthly hotel operating revenue information and prepare statements for the Retreat Center Coordinator.
• Perform other duties as assigned in support of Allerton's hospitality, housekeeping, and retreat-center operations.

Minimum Qualifications

• High school diploma or equivalent.
• Any one or combination totaling three (3) years (36 months) from the following categories:
• A. college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent: 30 semester hours equals one (1) year (12 months) Associate's Degree (60 semester hours) equals eighteen months (18 months) 90 semester hours equals two (2) years (24 months) Bachelor's degree (120 semester hours) equals three (3) years (36 months)
• B. responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience.
• One (1) year (12 months) of work experience comparable to that gained as a Customer Service Representative

Knowledge,

Skills and Abilities

• Ability to maintain a professional appearance and provide welcoming and…